I have 2 new cases, and I refer to this thread: https://www.revindex.com/...id/7404/scope/posts, which we left as essentially, ensure settings correct, let's wait and see. I will be referring to advice in that thread, in as short form as I can.

Note that for all of my transactions, I have a custom action depending on origin=recurring, that calls a webservice link. That service will do things for my customer's accounts, and Always send me an email indicating the services was accessed and what various outcomes of payment and how services that I provide to the customer, are changed.

None of this webservice modifies the Recurring sales order status, so that the retries will happen.The status of the Recurring sales order remains at "active".

Case 1: Failed payment, The payment attempt was logged and shows as declined in the SalesOrder generated for the recurred attempt. The post purchase action (my webservice) was called, I have the log in email, and the cart sent the email to the user that retries will be made.(I send a copy to self). The time of the payment fail is 2018-11-21 23:27:18, and modified 1 second later. (note that I edited this from first submission, which I entered as wrong 11-22 23:27:35)

The user changed his credit card on the module you provide and I expose on their account form. I do not have the option to immediately retry on CCard update enabled. I am waiting for the regular timed retry to happen.

So I am looking for the retry on the next day. The next time the daily payments service runs, as i can tell from based on the first succeeded payment processed for other customers, appears to have run at 2018-11-22 23:27:23. I have to wonder if that is significant, and will in my questions below. The last recurring payment of my batch of customers was 2018-11-22 23:27:46.

Referring to the other thread where RevIndex staff said that in the SalesOrder...Payment tab, the "preferred user payment" should show as selected credit card. IT DOES NOT. It is BLANK (no selection). His CCard is in the list at the next entry, but it is NOT selected. In the other thread, I confirmed that for other customers, upon a successful recurred payment, the CCard shows as selected, but I could not confirm this upon a failed. in case 2 below, I have confirmed it. Revindex staff confirmed this is OK and normal.

Note here that in this case, I expected a retry, and STILL there is NO evidence of a retry having happened at all: there is NOT another failed payment logged, and the post purchase action on a origin=recurring was never called. Again, I don't know where to find your retry counter, so I'd like to report what it says. I can't. I believe it's at 0. Above all, there was no payment at the Gateway processor, which is what counts, of course. I see a few possible origins reasons, in the discussion below.

Case 2: I have another Incomplete payment, the next day, for a different customer that was tried at 2018-11-22 23:27:35. The post purchase action executed and I have the logged emails about payment failure, and the user was sent the email from the cart informing him that retries will be attempted, and maybe he should update his payment info. HE HAS NOT DONE SO YET, and so I looked at the Sales Order...Payment screen, and INDEED his CCard still appears selected as preferred method of payment. I expect he will update his card today, and I further expect, that like the customer in case 1, for some reason, the "preferred payment" box on the next Sales order generated will show as, un-selected.

Discussion: I can surmise two (maybe 2.5) places where the retry is possibly failing. 1) in case 1, the payment service ran earlier than 24 hours after the first failed payment, so did not trigger. 2) The customer updated his card and the "preferred payment" box got un-selected. 2.5) The setting for the incomplete sale, under Sales Order...Other tab...Locked is checked. I don't touch that. It seems to refer to not allowing the user to change the order while retry periods has not expired. I think this makes sense, but perhaps it is not letting a CCard change to be applied either. Honestly, I truly doubt that this is a cause, hence it's status as "2.5", its'a long shot.

Okay, so: 1) May come from the possibility that the first thing that runs on the daily payments processor is to check the Incompletes, it saw that the time of the failed order was 2018-11-21 23:27:18 and this process has launched AT LEAST at 2018-11-22 23:27:23 or sooner, because I can see a completed recurring transaction. So if Incompletes are checked first, the time compare results in [edit] only 5 seconds More than a day. So perhaps the daily submissions of payments started sooner than 23:27:18 and the retry is not executed. Is that a possibility? [end edit]

and 2) In the other thread, staff said that the Preferred payment card should be selected after a retry. I have confirmed this is the case after both failed and successful origin=recurring payments. However, my guy in Case 1 updated his card with Revindex module Storefront Manage Payment. I suspect this act may have removed his "preferred payment" selection somehow.

I am leaning towards 1 as root cause, and can now only know by waiting another 24 hours, all the while inconveniencing more and more customers.

I rather wish there was a button I could click when I service these people to make the payment retry happen on my demand so I don't have to go back and forth with customers on teh 24 hour cycle. I see buttons for running post purchase action, but none for "try the transaction now".

Please share your thoughts about why the retry in Case 1 has not happened.

Paul Smeulders

(edited the timestamps because I saw errors upon post-submit proof reading)